Complaints Handler

Regen Solutions; Kingston upon Thames; On-site; GBP 30,000 - 36,000; Full time

Job summary

Regen Solutions in Kingston upon Thames is seeking an experienced Complaints Handler on a temporary basis for up to six months. You will manage complaints from receipt to resolution, ensuring investigations are thorough and responses are clear and fair.

Ideal candidates will have experience in social housing or regulated complaints environments, strong written and verbal communication, and the ability to handle multiple cases and deadlines while delivering high-quality resolutions.

Qualifications

• Previous experience in a complaints-focused role.
• Experience in social housing, housing associations, local authorities or regulated complaints environments.
• Excellent written and verbal communication, with the ability to manage multiple cases and deadlines.
• Experience working within a regulatory complaints framework is highly desirable.

Responsibilities

• Manage a caseload of complaints from receipt to resolution.
• Investigate complaints thoroughly, gathering information from relevant departments and stakeholders.
• Draft clear, accurate and appropriate complaint responses.
• Ensure all complaints are managed within agreed timescales and regulatory requirements.
• Liaise with internal teams to establish facts and identify appropriate resolutions.
• Keep accurate records of complaints, actions and outcomes.
• Identify recurring issues and opportunities for service improvement.
• Handle sensitive, complex customer interactions professionally.
• Escalate issues and support effective resolution of complaints.

Skills

Complaint handling

Communication skills

Written communication

Case management

Regulatory compliance

Job description

Complaints Handler - Temporary Contract

Location: Kingston upon Thames
Salary: Up to £33,000
Contract: Temporary, up to 6 months
Working Pattern: Office-based

We are currently recruiting for an experienced Complaints Handler to join a busy organisation in Kingston upon Thames on a temporary basis for up to six months.

This is an ideal opportunity for a complaints professional with experience in social housing, housing associations, local authority services or a regulated complaints environment who is confident managing complex cases and delivering high-quality resolutions.

The Role

You will be responsible for managing complaints through to resolution, ensuring each case is investigated thoroughly and handled in accordance with relevant policies, procedures and regulatory requirements.

You will deal directly with customers, internal teams and key stakeholders, ensuring complaints are responded to professionally, fairly and within the required timescales.

Key Responsibilities

• Manage a caseload of complaints from initial receipt through to resolution.
• Investigate complaints thoroughly, gathering information from relevant departments and stakeholders.
• Draft clear, accurate and appropriate complaint responses.
• Ensure all complaints are managed within agreed timescales and regulatory requirements.
• Liaise with internal teams to establish facts and identify appropriate resolutions.
• Keep accurate records of complaints, actions and outcomes.
• Identify recurring issues, trends and opportunities for service improvement.
• Handle sensitive, complex and potentially challenging customer interactions professionally.
• Ensure appropriate learning is captured from complaints and fed back to relevant teams.
• Escalate issues where appropriate and support the effective resolution of complaints.

About You

We are looking for someone who can hit the ground running and has previous experience working in a complaints-focused role.

You will ideally have experience within:

• Social housing or housing associations
• Local authority housing
• A regulated complaints environment
• Public sector or customer-facing organisations
• Roles involving formal complaints, investigations or regulatory responses

You will be an excellent communicator with strong written skills and the ability to manage multiple cases and competing deadlines. You should be comfortable dealing with challenging situations and able to approach complaints objectively, professionally and with a strong focus on achieving a fair resolution.

Experience working within a regulatory complaints framework is highly desirable.

What's on Offer?

• Salary of up to £33,000
• Temporary contract for up to 6 months
• Office-based in Kingston upon Thames
• Immediate opportunity for an experienced complaints professional
• Opportunity to work within a busy and customer-focused environment